Manager of Member Services

Who Are We?

Bottomline is on a mission to be the world’s leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid. It is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our Portsmouth office is the central strategic hub in the US as well as one of the go-to market global centers of excellence, conveniently positioned to enable a fulfilling and flexible, hybrid work-life balance. A place to collaborate and share knowledge share across multidisciplinary teams, it also provides the perfect space to meet virtually with our colleagues across time zones.

Culture and Values

We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us. Our culture encourages people to be brave and curious, to drive to closure and to ensure our values and principles are lived out daily. We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline

Role: Manager of Member Services

The Manager of Member Services is a key member of the Support organization management team and will be supporting Bottomline customers and Member Services team members, as well as other internal BT groups with escalated issues, questions, and projects. Daily tasks may include, but are not limited to, communication with the customer (via phone, email, web), mentoring of new employees, daily queue management, direct assistance with high profile client cases, escalation point for issues logged for external teams as well as other necessary services to ensure a high level of customer satisfaction.

The Manager of Member Services is a subject matter expert in all aspects of our applications and industry standards. Additionally, the Manager of Member Services will be involved in ongoing organizational process efficiency initiatives and projects that will align the Member Services team with the growth of the overall Paymode-X business – both as an owner and active participant. The individual in this role is encouraged to think creatively, bring new ideas to the table, and is empowered to make routine decisions or address issues utilizing his or her own expertise. However, all decisions of significant importance to Bottomline must be thoroughly discussed with the Head of Paymode-X Customer Support. 

What will make you successful:

• At least 7 years of Management in Customer Support, Member Services, or Customer Service
• Proficient in managing customer escalations and critical issues
• People management and team leadership experience
• Dedicated to the success, growth, and development of all employees
• Customer service and communication skills including business writing
• Solid understanding of basic computer functions and ability to teach/train users
• Experience supporting software as a service
• Proven ability to communicate effectively via printed material and over phone
• Strong oral and written communications skills, including to Senior Leadership
• Excellent organizational, problem solving and communications skills
• The ability to work independently and balance multiple priorities
• Team player, resourceful, flexible

How you will contribute:

• Total accountability for a positive customer experience
• Management of Member Services personnel (coaching, performance, development)
• Key stakeholder in departmental projects and initiatives
• Responsible for monthly reporting exercises
• Collaborate cross-functionally within the Paymode-X organization in ongoing product quality analysis
• Oversee the training, onboarding, and mentoring of Customer Support Specialists on Products, Policies and Procedures
• Manage high profile customers and escalated customer situations
• Oversee account transfers from Implementation to Support
• Run and report daily, weekly, monthly SLA metrics to team
• Ensure sufficient phone coverage during normal business operation hours
• Achieve and maintain proficiency with the capabilities of Bottomline's software as a service applications as well as corresponding system and software changes
• Manage and maintain timelines for issue resolution
• Has ability to develop and maintain customer relationships

You’ll love Bottomline because in everything we do we seek to delight our customers and we are passionate about building a company of which we can all be proud, and this starts with building amazing teams filled with team members that challenge you every day.

We welcome talent at all phases of their career through understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together.

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.